From the Office of Craig Huffhines

New AQHA Phone System Debut

The AQHA customer care team looks forward to serving you better with improved technology.

A new AQHA customer care phone system allows AQHA to serve customers more efficiently.

At AQHA, we're making exciting changes that will deliver a better experience for our members.

This week, we're installing a new phone system, and we want to give you a glimpse into some of the positive changes you will soon experience:

When you call into customer care, you will be greeted with a menu of options that will help us quickly match you with the representative who can best serve you. This will help minimize the need to repeatedly transfer calls, and it will resolve your questions more quickly.
   
During busy times, if you are placed on hold, after several minutes, you’ll be offered the option of an automatic call-back. This option allows you to keep your place in line on hold, while you are able to hang up and continue your day. When the next representative becomes available, you’ll receive a call directly from an AQHA customer care representative who will be ready to assist you. We look forward to this option as a way to better care for our members’ needs. But if you prefer to continue to hold, that option will still be available, as well.

We know it is vital that we understand the customer experience at every step, and to help that process, the new phone system allows us outstanding business reporting and analytics. These tools enable us to measure and interpret many aspects of our service to customers and the more than 360,000 calls we receive each year at AQHA. One example of the business reporting functionality is the recording of each call so we can provide feedback and coaching to our representatives, and ensure a consistent and high-quality experience for our global equine community.

Later this year, we look forward to introducing additional features so we can assist our members real-time as they visit our website. Customer care representatives will be able to virtually join customers and share computer screens through our new co-browse tool. Additionally, customers who appreciate the option to text chat with a representative online rather than call, will be able to do so through advanced chat technology. Both of these functions allow members and AQHA representatives to collaborate at the same time, improving the ability for members to quickly navigate through the site or receive answers to their questions.

To continue to best serve your Association, we are challenging ourselves to become more efficient and drive down our cost to serve in support of our goal of financial sustainability. Along with these new technologies, though, we look forward to better caring for our members, and most of all, we look forward to connecting with each and every one of you.